Chris McReynolds

started a topic
3 months ago

Vipre hangs on Scanning processes

Vipre will scan in safe modes, but will not while Windows 7 is running normal. I have recently had an issue with some decade old archives causing the definition updates to hang, but I set it to skip that single archive and that hasn't been a problem since.

Now VIPRE will not scan at all. All the scheduled and manual scans hang at the start when Vipre is "scanning processes...". It will sit at that point all night.

Should I just uninstall, then do a clean re-installation? or is there a better solution?

Thanks,

Chris

fyi - malwarebytes will do a full manual scan when I run it.

David Infinger

said
3 months ago

Hello Chris,

We have identified an error with one of our definitions packages that caused some of our customer's scans to hang and never complete. We have resolved this issue in our latest definition package.

To resolve this, you would need to check for any definition updates:

1.In VIPRE, click on the Manage Tab

2.Choose Updates in the left column

3.In the Automatic Updates section, click the Check Now button to see if you have any definition updates available.

Now that you are sure you are up to date on definitions, you should be able to complete scans normally. To verify your scans are no longer hanging:

1.Click on the Scan button located on the MyVIPRE tab in VIPRE.

If you are unable to complete the steps above because VIPRE is in a state where it is stuck in a scan, try to reboot the computer before performing the steps above.

If this does not resolve your issue, or you are experiencing additional issues, please respond to this email so we can further assist.

Thank you

VIPRE Technical Support

D

Donald Sigler

said
3 months ago

Chris,

I have the same "hang" issue.

I removed Viper from my computer but cannot reload with my current product code. This code is supposed

to be good until Feb 2019.

What to do?

David Infinger

said
3 months ago

Hello Donald,

I found your order information and checked our end to make sure there wasn't any issues with your license key and it seems everything is good on our side. Please make sure you are entering the key correctly.

If you continue to have issues registering VIPRE, please create a support ticket so we can further assist. For key related issues we need to take it out of the forums to avoid providing personal information in a public forum.

Chris McReynolds

said
3 months ago

My defs are close to current from the reboot this morning (71418 12/3 9:20 AM).

I also found one of my Western Digital external hard drives was not responding. I had to unplug the USB and power to that device and then plug it back in.

When I check for definition updates, the button goes grey and stays inactive like that. I also checked for software updates and Vipre is current. I did a custom scan on my C:\drive and it ran fine, then ran a quick scan which also ran. (fyi - no threats found)

But now the UI will not let me manually check for updates. Under the Mange/Updates, the Check Now button is still grey. It will come back when I either fully shutdown Vipre & services and restart them or do a full PC reboot. ...And as I checked it before finishing this response, after the quick scan.

This is also the same behavior when Vipre found false-positives on an old archive. But I set those specific folders to be skipped by any scans.